Senior Desktop Support Technician

Job DescriptionSuccess Criteria:Achieve goals/targets defined as IT KPIs and Global Service Desk KPIsResolve Incidents, Service Requests, and other tasks within their deadlines.Good relationship with business partners and co-workers.Show strong performance and development in all planned objectives.Key Tasks & Responsibilities:Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.Responsibility for administration of users, systems and user rights in accordance with our client's Standards.Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assignedAdvise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)Ensure proper escalation and handover of cases from second line to the correct expert (third line).Provide general local on-site and hands-on IT support at our client's facility in Baltimore, MD with occasional travel to Waynesboro, MD (twice per month) while assisting in the resolution of IT infrastructure incidents.Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutionsEnsure compliance with security policies as described in client's Corporate Standards as related to PC clients, and other client's IT systems and report any breaches to client's SecurityRequired Competencies:Exceptional Service and Customer mindsetProblem Solver / Good troubleshooting skillsGood communication skillsAbility to work in a global and ever-changing environmentAble to work independently but also a good team playerSelf-driven and able to take ownership of tasks and see them through to completionIn-depth understanding of PC architecture and basic understanding of IT infrastructure conceptsTechnical experience supporting users globally in second line support.Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.Education & Experience2-year degree in IT related field (required)OR2-3 years of experience (required)Bachelor's degree in IT related field (preferred)Role OverviewJoin a high-performing IT support team delivering both hands-on and remote technical support in a fast-paced, global environment. This role is ideal for a customer-focused IT professional who enjoys troubleshooting, solving problems, and working directly with end users and infrastructure systems.What You'll DoProvide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests.Deliver hands-on deskside support at the Baltimore site, with occasional onsite support in Waynesboro, PA (twice per month).Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets.Administer user accounts, system access, and permissions in alignment with corporate standards.Troubleshoot issues across hardware, software, and network connectivity environments.Escalate complex issues to Level 3 support teams with clear documentation and handoff.Guide and support end users on technology usage, best practices, and issue prevention.Perform root cause analysis to identify recurring issues and implement long-term solutions.Maintain accurate technical documentation, knowledge articles, and resolution logs.Ensure compliance with IT security policies and report any risks or breaches.Collaborate with global IT teams to support a consistent and high-quality user experience.What You BringStrong customer service mindset with a focus on user satisfactionProven troubleshooting and problem-solving skills in IT environmentsAbility to work both independently and collaboratively in a global teamExcellent communication skills (technical and non-technical audiences)Self-starter with strong ownership and follow-throughTechnical SkillsExperience supporting Windows OS, Microsoft Office, Outlook, and ExchangeFamiliarity with Microsoft Teams and collaboration toolsKnowledge of Cisco Unified Communications (voice/telephony)Experience with mobile device management (MDM) solutionsUnderstanding of network connectivity, PC hardware, and IT infrastructure fundamentalsPrior experience in Level 2 / second-line support in a corporate environmentQualificationsAssociate degree in IT or related field OR2-3 years of relevant IT support experienceBachelor's degree in IT or related field (preferred)Success in This Role Looks LikeConsistently meeting or exceeding IT and Service Desk KPIsResolving tickets efficiently and within SLA timelinesBuilding strong relationships with end users and business stakeholdersDemonstrating continuous technical growth and performance improvement